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Contact Centre Agent

Band 2

Main area
Contact Centre
Band 2
Up to 37.5 hours per week
Job ref
York Teaching Hospital
£17,460 - £18,702 pro rata
24/10/2018 23:59

Please note that contact with applicants will usually be by email, and so please check all of your mail folders regularly (unfortunately some providers filter our messages into junk mail folders).

Do you share our values? We’re looking for applications from people who:

- care about what they do
- respect and value others
- listen in order to improve
- always do what they can to be helpful

…to help make us a valued and trusted partner within our care system, that delivers safe effective care to our local population.


Can you make every call count?

Do you have excellent IT skills?

We are looking for outgoing customer service professionals who can handle approximately 100 calls per day, assisting the patients of York Teaching Hospital NHS Foundation Trust, to rearrange their appointments and answer any queries that they may have regarding their care, or our services, in our inbound call centre.

We are a small friendly team fulfilling a vital front line role, assisting patients in accessing the services and contacting relatives, and friends, in our Foundation Trust Hospital. This is a vital role as it is the first point of contact that many patients have with the hospital, and it is important that this experience is a positive one as this can be a very worrying time. We are looking for people who are excellent at communicating, with a variety of people, and are proactive when meeting the needs, and expectations, of all our customers via our telephone service. If you think that you have the skills that can help us to improve the hospital experience for our patients, and colleagues, then please contact us.

The post holder will be responsible for dealing with enquiries in a professional and courteous manner, taking action and providing information as appropriate. Successful candidates need to be literate and possess excellent computer skills. Previous experience of handling large volumes of telephone enquiries is desirable. Candidates need to be able to manage their own workload, and demonstrate the ability to problem solve in a changing environment.

We have full time and part time posts available. 

Part time hours are for 18.75 hours per week and the working pattern will be agreed at interview depending on service requirement. The shift pattern is between the hours of 8:00am and 5:00pm and will be either Monday, Tuesday and Wednesday am or  Wednesday pm, Thursday and Friday.

Full time hours are 37.5 hours per week.  The shift pattern is either 8:00am to 4:00pm or 9:00am to 5:00pm and this is on a rota basis.

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Applicant requirements

Applications from job seekers who require Tier 2 sponsorship to work in the UK are welcome and will be considered alongside all other applications. However, non-EEA candidates may not be appointed to a post if a suitably qualified, experienced and skilled EU/EEA candidate is available to take up the post as the employing body is unlikely, in these circumstances, to satisfy the resident labour market test. UK Visas and Immigration (UKVI) requires employers to complete this test to show that no suitably qualified EEA or EU worker can fill the post. For further information please visit the UKVI website. From 6 April 2017, Tier 2 skilled worker applicants, applying for entry clearance into the UK, must present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) will also be subject to this requirement. Guidance can be found here Criminal Records Checks for Overseas Applicants.

Documents to download

To print a document or save it to your computer, please click with your right mouse button on the document title and select "Save Target As...". You can then save the document in a suitable place on your computer ready to print it out. Clicking with the left mouse button will open the document in a new window (if your web browser can do so).

Apply online now

Further details / informal visits contact

Darren Every

Patient Access Coordinator

Tel: 01904 723968





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